Job Description Summary

The Field Support Specialist surpasses the customer’s expectations by providing a personalized experience that prioritizes the customer’s needs and success to establish trust and loyalty with BD-UCC-TTM products and solutions. This position partners with the Sales and Service teams and will assist in meeting commercial objectives through targeted customer interactions. The Field Support Specialist supports new product sales and the service of TTM capital and service products by delivering value-added services, characterized by convenience, speed, and foreseeing opportunities to remove barriers and resolve issues before they present a problem to the customer.

Job Description

We are the makers of possible 

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. 

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.  ​

Responsibilities

• Use a multi-channel approach to keep the customer informed of planned activities, follow-up actions, and conduct post-activity reviews to ensure customer satisfaction.

• As necessary, assist customers with the ordering process for new products, disposables, and replacement parts and accessories.

• Facilitate communication with TTM Technical Support to initiate repairs either onsite by BioMed personnel or at the Repair Depot.

• Assist in scheduling Repair Depot repairs and preventative maintenance, follow up with BioMed to acquire POs, initiate loaner unit(s) if eligible, and coordinate shipping, installation, and programming. 

• For warranty coverage, support the service and repair process by creating RMAs, ordering loaner devices, and packing customer devices for return to a BD service depot.

• For warranty coverage, coordinate the delivery of loaner or replacement devices.  Receive the loaner or replacement devices at the customer facility, unpack, perform system setup, and remove all packaging from the site.

• Receive new product and evaluation unit deliveries at the customer facility, unpack, perform initial system setup, and programming, and remove all packaging from the site.

• Inform the Territory Manager and Regional Manager of customer product/sales inquiries or any significant changes at the account, i.e., competitive threats, down units.

• Coordinate preventative maintenance (PM) education and provide PM support if schedule allows.

• When issues do arise, identify the cause and work with BD and customer resources to resolve or escalate to the appropriate BD team.

• Perform functional verification and checks of TTM Arctic Sun capital devices.

• Provide basic EMR connectivity support through access to capital units and information within.

• Download CSV files from existing equipment when onsite and coordinate the sharing of data with the Territory Manager.

• Properly maintain any car stock, tools, and test equipment as required by the role.

• Identify discrepancies or changes to customer or product data and work with appropriate Sales, Business Unit, and Service teams to update the CRM, ERP, and service management systems.

• Support lifecycle initiatives, product recalls, and field actions through field-based support activities.

• Support the Territory Manager in the creation and presentation of a Fleet Review on a semi-annual basis.

• Participate in meetings with the Territory Manager where your expertise can be shared with the customer.

• Encourage and quote opportunities for extended warranties and monitor the expiration of current extended warranties in the field.

• Report any potential product complaints using BD-approved methods and tools.

• Other duties as assigned by the business.

• Salesforce will be used to record all customer interactions that lead or will lead to revenue-driving opportunities.

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture.  We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under “Our Commitment to You”. The anticipated compensation range for this position is $76,100.00 - $125,600.00 USD Annual and the compensation offered will depend on the candidate’s qualifications.

*BD follows the Pay Transparency and non-discrimination provisions described by the Colorado Department of Labor and Employment (CDLE).

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

To learn more about BD visit https://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

PDN

Primary Work Location

USA CO - Louisville

Additional Locations

Work Shift

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture.  We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary offered to a successful candidate is based on experience, education, skills, and actual work location. Salary ranges may vary for Field-based and Remote roles.

Salary Range Information

$78,000.00 - $128,700.00